In this Honor Roll episode, host Mike Michalowicz opens the conversation with light‑hearted banter among the panelists, establishing a relaxed, informal tone. The brief exchange serves to introduce the host, signal the playful dynamic of the show, and prime listeners for the main discussion about how every business—whether product‑ or service‑oriented—acts as a manufacturer of customer experiences. While the excerpt contains only the opening remarks, the full episode expands on the central premise that businesses should define the desired customer feeling and reverse‑engineer their processes to consistently deliver that experience.
Welcome to Honor Roll. And now, here's your host, Mike Michalowicz.
You know, I love the fact that you keep coming back for Honor Roll to visit me, Mike Michalowicz. Or maybe you're coming for the tips. Or maybe someone forced you to come here because they're punishing you.
Stop it. Stop it, please, I beg you.
Either way, I'm appreciative of you coming back and I want you to appreciate our sponsors. So thank you to American Express, Dex, Digital, Provendus Group, and my boys at Skype. You guys rock. Isn't that cool sound it makes? I can do with both eyes. Pretty cool. Alright, so today we're going to talk about how every business, your business included, is a manufacturer. Even if you're a service based business, what do you manufacture? An experience. Everybody manufactures an experience. If you make a coffee mug, you're giving people an experience of delicious coffee or warmth or comfort. But if you're a cleaning business, you clean offices, you're giving people a sense of comfort, security. We all manufacture and end experience, or how the customer feels. And just like a manufacturer, determine the experience, the feelings you're giving to your customer and then rewind your process, reverse engineering on how to get there. Yes, your service is the vehicle, but that's not what you're making. You're making an experience. Congratulations. Put on your overalls, you're a manufacturer.
